Gigcreatives — Refund Policy

Last Updated: [January 1st, 2026]

Our Philosophy

At Gigcreatives, we believe in transparent, fair business practices. We’ve invested significant effort into crafting a refund policy that:

• Protects your interests as a client
• Respects the time and resources we commit to your project
• Provides clear expectations before you make any payment
• Reduces misunderstandings and disputes
• Reflects industry-standard practices for professional agencies

Please read this policy carefully before making a payment or engaging our services. By proceeding with payment, you acknowledge understanding and acceptance of these terms.

1. Payment Structure Overview

1.1 Standard Payment Schedule

Alternative Structures:

• Some services require 100% payment upfront before work begins
• Payment structure is confirmed in your proposal, invoice, or service agreement
• Custom arrangements may be made for large projects (payment milestones)

1.2 Payment Timing Importance

Why we require payment before delivery:

Final payment is required BEFORE:

• Final files are delivered
• Login credentials are provided
• Website goes live
• Access is transferred
• Ownership transfers to you

2. Refund Eligibility Matrix

2.1 Quick Reference Table

2.2 Detailed Refund Scenarios

SCENARIO A: Cancellation Within 6 Hours of Deposit

Timeframe: Within 6 hours of payment confirmation
Condition: No work has commenced

Refund: ✅ 100% Full Refund

Process:

1. Email moc.sevitaercgigobfsctd-8dd1a0@olleh immediately
2. Subject line: “URGENT: Cancellation Request — [Your Name]”
3. Include payment reference and reason for cancellation
4. Refund processed within 3–5 business days

No documentation or explanation required for 6-hour cancellations. We understand circumstances change quickly.

SCENARIO B: Cancellation After 6 Hours, Before Work Begins

Timeframe: More than 6 hours after deposit, but before any work has started
Condition: Work has not yet commenced

Refund: ⚠️ 70% Refund (30% retained)

Why 30% is retained:

Requirements:

• Written cancellation request to moc.sevitaercgigobfsctd-7a7bba@olleh
• Valid reason for cancellation (we’re reasonable, not unreasonable)
• Confirmation of understanding of retained amount

Refund Processing: 7–10 business days after approval

SCENARIO C: Cancellation After Work Has Commenced

Timeframe: After we have started working on your project
Condition: Some work has been completed

Refund Calculation:

Deposit Paid: $1,500 (75% of $2,000 project)
Work Completed: 20% of project ($400 value)
Administrative Retention: 30% of remaining deposit

Calculation:
- Remaining deposit after work billed: $1,500 - $400 = $1,100
- Retention (30%): $1,100 × 30% = $330
- Refund: $1,100 - $330 = $770

Requirements:

• Written cancellation request with reason
• Acknowledgment of work completed to date
• Agreement on work valuation (we will provide breakdown)
• Kill fee may apply if significant work remains (see Section 7)

Refund Processing: 7–14 business days after agreement on final amounts

SCENARIO D: Cancellation After Delivery/Approval

Timeframe: After deliverables have been provided and/or approved

Refund: ❌ No Refund Available

Rationale:

• Value has been delivered
• Work product has been received
• Project is considered complete upon delivery/approval
• Intellectual property transfers upon full payment

What qualifies as “delivery”:

• Draft designs or mockups presented for review
• Staging/preview site made accessible
• Files shared via cloud storage or email
• Copy or content documents provided
• Reports or deliverables sent

What qualifies as “approval”:

• Written approval (email, message, signed document)
• Verbal approval (documented in writing)
• Implied approval through lack of revision requests within specified timeframe
• Proceeding to next project phase

SCENARIO E: Cancellation After Files/Logins Released

Timeframe: After final files, credentials, or access has been transferred

Refund: ❌ No Refund Available

Rationale:

• Full value has been transferred
• Project ownership has transferred (upon full payment)
• Retrieval is not possible
• Engagement is complete

SCENARIO F: Maintenance Plan Refunds

For prepaid maintenance plans:

Example — Annual Plan Cancellation:

Annual Plan: $1,200/year ($100/month equivalent)
Months Used: 4 months
Remaining Months: 8 months

Pro-rata Refund: 8 × $100 = $800

Cancellation Notice:

• No formal notice period required
• Must cancel before the next billing cycle begins
• Maintenance is billed at the start of each period

3. Non-Refundable Items

The following are absolutely non-refundable regardless of circumstances:

Third-Party Costs Detail:

If we purchase any items on your behalf (domains, hosting, licenses, stock photos, etc.):

• These costs are passed through at actual cost
• They are non-refundable by us regardless of project outcome
• Refund requests must be directed to the original vendor
• We are not responsible for third-party refund policies

4. Project Delay Policies

4.1 Client Delay Definition

A “client delay” occurs when you:

• Fail to provide requested content, materials, or assets
• Fail to respond to communications or questions
• Fail to provide feedback or approvals
• Miss scheduled meetings or calls
• Take longer than agreed timeframes for reviews
• Are unresponsive or unavailable

4.2 Grace Period

Standard grace period: 3 business days

If we’re waiting for something from you:

4.3 Timeline Pause

If a project is paused due to client delay:

• The project is placed in a “paused” status
• Our team is reassigned to other projects
• Your scheduled completion date is no longer guaranteed
• Resumption depends on our availability

4.4 Rush Fee After Client Delay

If you cause delays but still want to meet the original deadline:

Rush fees are due before prioritized work resumes.

Rush fees are non-refundable.

4.5 Restart Fee

If a project remains paused for more than 7 consecutive days due to client inaction:

Why restart fees apply:

Restart fee is due before work resumes.

Restart fees are non-refundable.

5. Revision Policy & Additional Work

5.1 Included Revisions

Every project includes a specified number of revision rounds as stated in your service agreement.

What counts as a revision round:

• A consolidated set of changes submitted together
• Changes within the original project scope
• Modifications to existing deliverables

5.2 Additional Revision Fees

If you need revisions beyond included rounds:

Payment for additional revisions is required before work continues.

5.3 Scope Changes vs. Revisions

Scope changes require a new quote and additional fees—they are not covered by revision rounds or refund policies.

6. Quality Concerns & Disputes

6.1 If You’re Not Satisfied

We want you to be happy with our work. If you have concerns about quality:

Step 1: Use Your Revision Rounds

• Clearly communicate specific concerns
• Provide concrete, actionable feedback
• Allow us to address the issues

Step 2: Escalate to Management

• If revisions don’t resolve concerns, email moc.sevitaercgigobfsctd-55330b@olleh with “Quality Concern — [Project Name]”
• We will review the situation personally
• We’re committed to finding a fair resolution

Step 3: Mutual Resolution

• If we agree there’s a quality issue we caused, we will make it right
• Solutions may include additional revisions, partial credit, or other remedies
• We approach disputes in good faith

6.2 What Quality Concerns Cover

✅ Valid quality concerns:

• Work that doesn’t match approved specifications
• Technical errors or broken functionality
• Significant deviation from agreed design direction
• Missing agreed-upon elements or features
• Clear errors or mistakes on our part

❌ Not valid quality concerns:

• Changing your mind about direction
• Subjective preferences not communicated earlier
• Issues caused by your content or materials
• Third-party platform limitations
• Concerns raised after final approval
• Requests beyond original scope

6.3 Quality Dispute Process

1. Document specific concerns in writing
2. Reference original agreement and approved scope
3. Provide examples of discrepancies
4. Allow reasonable time for review (5 business days)
5. Participate in good-faith resolution discussion
6. Accept mutually agreed resolution

7. Project Abandonment & Kill Fee

7.1 Definition of Abandonment

A project is considered abandoned when:

• You terminate the project after work has commenced
• You stop responding for 30+ consecutive days
• You explicitly state you no longer wish to proceed
• You indicate inability or unwillingness to complete the project
• You fail to pay required fees for 30+ days

7.2 Kill Fee

If you abandon or terminate a project after work has begun:

7.3 Kill Fee Calculation Example

Example Scenario:

Project Details:
- Total Project Value: $2,500
- Deposit Paid: $1,875 (75%)
- Final Payment Due: $625 (25%)
- Work Completed at Termination: 35%
- Work Remaining: 65%

Calculations:

1. Value of Completed Work:
   $2,500 × 35% = $875

2. Remaining Project Balance:
   $2,500 - $875 = $1,625

3. Kill Fee (40% of remaining):
   $1,625 × 40% = $650

4. Total Owed:
   $875 (completed) + $650 (kill fee) = $1,525

5. Amount Already Paid:
   $1,875 (deposit)

6. Final Result:
   Deposit covers completed work + kill fee
   Refund Due: $1,875 - $1,525 = $350

In this case, you would receive a $350 refund.

Alternative Scenario (More Work Completed):

Same project, but 70% completed:

1. Value of Completed Work:
   $2,500 × 70% = $1,750

2. Remaining Project Balance:
   $2,500 - $1,750 = $750

3. Kill Fee (40% of remaining):
   $750 × 40% = $300

4. Total Owed:
   $1,750 + $300 = $2,050

5. Amount Already Paid:
   $1,875

6. Final Result:
   Balance Owed by Client: $2,050 - $1,875 = $175

In this case, you would owe an additional $175.

7.4 Why Kill Fees Apply

7.5 Kill Fee Non-Payment

If you owe a balance after kill fee calculation and fail to pay:

• We reserve the right to pursue collection
• Work product will not be delivered
• Negative references may be provided if inquired
• Legal action may be taken for significant amounts

8. Chargebacks & Payment Disputes

8.1 Our Chargeback Policy

We strongly encourage you to contact us BEFORE initiating any chargeback or payment dispute.

We are committed to resolving legitimate concerns fairly and quickly—often faster than the dispute process.

Why contact us first:

8.2 Before Filing a Chargeback

Please email moc.sevitaercgigobfsctd-187f68@olleh with:

• Subject: “Payment Concern — [Your Name/Project]”
• Description of your concern
• What resolution you’re seeking
• Any relevant documentation

We will respond within 2 business days and work toward a fair resolution.

8.3 Chargeback Response Process

If you file a chargeback without first contacting us:

1. Documentation: We will submit comprehensive documentation to your payment provider, including:

   • Signed agreements or accepted proposals
   • Email communications and approvals
   • Proof of deliverables provided
   • Timeline of project milestones
   • Evidence of work performed
   • Any applicable policies agreed to

2. Representation: We will fully represent our position in the dispute process

3. Outcome Enforcement: If the chargeback is found in our favor, you remain liable for:

   • The original payment amount
   • Chargeback fees incurred (typically $15–$50)
   • Administrative costs
   • Any collection costs if payment is not made

8.4 Fraudulent Chargebacks

Fraudulent chargebacks include situations where you:

• Received and kept deliverables, then disputed the charge
• Approved work, then claimed it wasn’t authorized
• Made false claims to your bank or payment provider
• Attempted to receive both a refund and the work product

Consequences of fraudulent chargebacks:

• Legal action to recover funds
• Reporting to fraud databases
• Collection agency involvement
• Pursuit of full legal remedies available

We document all projects thoroughly and will vigorously defend against fraudulent claims.

8.5 Legitimate Disputes

We recognize that legitimate billing errors or concerns can occur. If you believe there is a genuine error:

• Unauthorized charges (your card was compromised)
• Duplicate charges (charged twice by mistake)
• Charges for work never agreed upon

Please contact us immediately. We will investigate and correct any genuine errors promptly.

9. Currency & International Payments

9.1 Default Currency

All prices on the Gigcreatives website are displayed in United States Dollars (USD) unless otherwise indicated.

9.2 Accepted Currencies

We accept payments in multiple currencies, including:

• USD (United States Dollar)
• NGN (Nigerian Naira)
• GBP (British Pound)
• EUR (Euro)
• CAD (Canadian Dollar)
• AUD (Australian Dollar)
• Other currencies via payment processors

9.3 Currency Conversion

• If you pay in a currency other than the quoted currency, your bank or payment processor handles conversion
• Exchange rates at the time of refund may differ from the time of payment
• We are not responsible for exchange rate fluctuations
• Refunds are issued in the original payment currency when possible

9.4 International Refund Considerations

10. How to Request a Refund

10.1 Step-by-Step Process

Step 1: Email Us

Send an email to moc.sevitaercgigobfsctd-14b131@olleh

Subject Line Format: “Refund Request — [Your Name] — [Project/Invoice #]”

Step 2: Include Required Information

Step 3: Acknowledgment

We will acknowledge your request within 2 business days (typically within 24 hours).

Step 4: Review

We will review your request against this policy and your service agreement. For requests involving work-in-progress, we may need to:

• Assess work completed to date
• Calculate applicable fees
• Prepare a final accounting

Step 5: Response

We will respond with:

• Approval and refund amount, OR
• Clarifying questions, OR
• Explanation if refund is not available

Step 6: Processing

Approved refunds are processed within 7–14 business days depending on payment method and location.

10.2 Refund Methods

If the original payment method is unavailable:

• Card expired or closed
• Account closed
• Payment provider changed

We will work with you to find an alternative (bank transfer, PayPal, check, etc.).

10.3 Required Documentation

For certain refund requests, we may ask for:

• Proof of payment (receipt, bank statement)
• Original agreement or proposal
• Communication history relevant to the request
• Identity verification (for security)

11. Expedited Refund Requests

11.1 Standard Processing Time

11.2 Expedited Processing

If you need a faster refund due to genuine hardship or emergency:

• Explain your situation in your refund request
• We will make reasonable efforts to expedite
• No guarantee of faster processing
• No additional fee for expedited requests

12. Appeals Process

12.1 If You Disagree with Our Decision

If you believe your refund request was incorrectly denied:

Step 1: Request Reconsideration

• Reply to our decision email
• Explain why you believe the decision should be reconsidered
• Provide any additional information or documentation

Step 2: Management Review

• Your appeal will be reviewed by management
• We aim to respond within 5 business days
• Our decision after management review is final regarding internal processes

Step 3: External Resolution

• If you remain unsatisfied, you may:
  • Seek mediation (if mutually agreed)
  • File a complaint with relevant consumer protection agencies
  • Pursue other legal remedies available to you

12.2 Good Faith Commitment

We approach all refund requests and appeals in good faith. We don’t deny valid requests to “keep your money.” If we deny a request, it’s because we believe it falls outside the stated policy.

13. Gigcreatives-Initiated Cancellation

13.1 When We May Cancel

In rare circumstances, we may need to cancel a project, including:

• Discovery of conflict of interest after starting
• Client behavior that is abusive, threatening, or unprofessional
• Illegal activity discovered or requested
• Misrepresentation of project scope or requirements
• Force majeure events preventing completion
• Repeated violations of communication or project policies
• Non-payment of required fees
• Situations making project completion impossible or unreasonable

13.2 Refund for Our Cancellation

If we cancel a project:

Completed work up to cancellation point may be delivered at our discretion.

13.3 Notice

We will provide as much notice as reasonably possible when cancelling, with explanation of reasons (unless prohibited by legal concerns).

14. Force Majeure

14.1 Definition

Neither party is liable for delays, failures, or cancellations caused by events beyond reasonable control, including:

• Natural disasters (earthquakes, floods, hurricanes, etc.)
• War, terrorism, or civil unrest
• Government actions, restrictions, or orders
• Pandemics or public health emergencies
• Internet or infrastructure failures (widespread outages)
• Power outages (prolonged, beyond reasonable backup)
• Strikes or labor disputes
• Acts of God

14.2 Effect on Refunds

In force majeure situations:

• We will communicate promptly about impacts
• We will attempt to resume when possible
• Refunds will be handled fairly based on work completed
• Neither party will be penalized for circumstances beyond control
• We will work together toward a mutually acceptable resolution

15. Acceptance of Policy

15.1 Agreement

By making a payment to Gigcreatives, you confirm that you have:

• Read and understood this Refund Policy in full
• Agree to be bound by its terms
• Accept the payment structure and refund limitations
• Understand what is and is not refundable
• Acknowledge the policies regarding delays, chargebacks, and abandonment

15.2 Binding Effect

This Refund Policy:

• Forms part of our Terms & Conditions
• Is referenced in your service agreement or proposal
• Applies to all payments made to Gigcreatives
• Survives the completion or termination of any project

16. Policy Updates

16.1 Right to Modify

We may update this Refund Policy from time to time to:

• Reflect changes in our services or business practices
• Address legal or regulatory requirements
• Clarify existing provisions
• Respond to client feedback

16.2 Effective Date

Changes become effective upon posting to our website with an updated “Last Updated” date.

16.3 Existing Projects

• Projects already contracted are governed by the policy in effect at contract signing
• Significant changes may be communicated via email
• New payments after policy updates are subject to the updated policy

17. Contact Information

For refund requests, questions, or concerns:

Gigcreatives

• Email: moc.sevitaercgigobfsctd-6ad895@olleh
• Phone: +234 906 429 3571
• Website: www.gigcreatives.com
• Location: Edo State, Nigeria
• Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (WAT)

Response Times:

• Refund requests: Acknowledged within 2 business days
• General questions: 1–2 business days
• Urgent matters: Mark email as “URGENT” in subject line